Come join the Get Joy Cares team!

Get Joy is dedicated to promoting the health and well-being of pets everywhere. We're delivering top quality, human grade meals for dogs right to your door so you can give Fido only the best! Together we are helping these precious puppies embark on healthy journeys powered by yummy fresh foods that make them feel like royalty.

Our mission? Making sure every dog has a chance at living their happiest lives possible - regardless how old they may be or where they come from! Based in Norwalk CT with our innovative team spread across America, GetJoy is changing pet food forever as one of North America's fastest growing DTC companies producing premium nutritious treats that will have tails wagging wherever there’s fur around!

The Role

• Manage complex and sensitive live chat/call/email/social media escalations from customers through to resolution by investigating issues, identifying root causes and determining a resolution that ensures best in class service while meeting all regulatory and quality requirements.
• Represent the Get Joy brand voice to our current and prospective customers
• Deliver a memorable customer experience that helps to build long-term relationships with our pups and their pet parents
• As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team member
• Support for events and other customer touchpoints (POS, Retail, Farmers Markets, local activations)
• Manage customer relationships across multiple channels, including emails, phones, our order management system, and more!
• Accurately track and monitor customer feedback and interactions
• Help drive initiatives to accomplish our CX Vision of creating a world-class genuinely kind customer experience.
• Help to develop agents not only in their KPIs and role but their career development.
• Develop and lead projects and initiatives that improve the Get Joy customer journey
• Fielding Nutrition questions, product inquiries, processing returns and exchanges etc.
• Help build our GetJoy community through prompt responses to all customer questions/comments and active community engagement on Facebook, Instagram and new channels that may come up
• Support our growing e-commerce businesses through customer engagement, product nutrition and technology support
• Provide superior customer support while delivering consistent key messages per the GetJoy guidelines
• Manage and coordinate service request tickets and escalate urgent issues to appropriate team members as needed
• Assist in development of robust customer service reports with KPIs and metrics to monitor issues and track performance
• Anything else that comes your way in helping us successfully build out a best-in-class customer support team

Do you…..?

• Put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
• Value patience. You leverage your knowledge and communication skills (written and oral) to provide the best answers to our pup parents’ many questions.
• Improvisation. You like finding new ways to tackle challenges, and nothing catches you off guard. You prefer guardrails to rules.
• Problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
• Fun. You don’t mind occasional dogs barking or cracking a smile every now and then!

Other Experience:

• Bachelor’s Degree from an accredited four-year college or university.
• Previous experience in customer-centric roles (retail, food service, etc.)
• Experience with pets or health-foods preferred
• Experience with Shopify (or other ecommerce CMS) and ZENDESK/Gorgias or other CRM Ticketing systems is an asset

Benefits:

• Competitive salary and a stake in the company
• Sponsored 401k program (No employer match at this time)
• Comprehensive health coverage including medical, dental and vision
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Get Joy subscription for one dog
• Inspiring pack members!

You Have

• 2-3 year’s experience in a customer service or social community management position
• Experience in the pet industry, specifically pet food considered an asset
• Post-secondary degree or equivalent
• Bilingual is an asset
• Experience with Shopify (or other ecommerce CMS) and ZENDESK/Gorgias or other CRM Ticketing systems is an asset

Your desired skills:

• Exceptional written and verbal communication skills; you’re talking to our customers, after all!
• Ability to listen and understand the customer’s fundamental needs by using an empathetic approach to quickly and effectively solve problems and have a demonstrated ability to transform a negative customer experience into a positive one
• Ability to see things from the customer’s point of view and are willing to go the extra mile to ensure all customers feel valued and appreciated
• A self-motivated, patient, and personable demeanor
• Positive, solutions-oriented attitude, with a strong work ethic and ability to adapt to changing priorities
• Ability to work independently, but can work well in a team environment, working towards collective goals
• Love pets and are happy working in a dog friendly office

What We Offer:

The opportunity to grow, develop and make an impact with a mission driven, dynamic and fast-growing company!

Great office culture and people who are thoughtful and passionate about work and community.

Casual dress code

Full suite of benefits - including monthly pet feeding program for someone who loves to keep their pet well fed year-round.

Our Values

We Innovate | We Believe Community First (Community Impact)| We Inspire Change | We Build Great Products | We are Open Minded | We Have Serious FUN! | We Believe

**If you'd like to stand out, tell us in your cover letter why you're interested in joining Get Joy and how your skills match the responsibilities detailed in this posting.

Get Joy embraces diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. Get Joy is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.

Job Type: Full-time

Pay: $48,327.00 - $58,864.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Norwalk, CT: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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